iWild Casino - Player’s withdrawals are delayed and cancelled.

My documents were approved on September 10, 2024. The casino has a rule that you can have 3 pending withdrawal for 500$ each a day, which I requested on that date all at the same time. On September 11, 2024, I received 2 payments for 500$ and the other one remained pending. I then asked a chat support about it who told me that it was approved on their side and would be paid in the next few days. On the same day, I receive an email from support that my withdrawal was cancelled because it had expired. I then submitted two additional withdrawal of 500$ each on that day and another one of 500$ on September 12, 2024. The two withdrawal request from September 11 has also been cancelled saying they have expired after I had spoke to a chat agent who had told me that they were in a pending status and that they had escalated my request to the relevant department for expedited review. I now have one 500$ pending and they are telling me that it will be paid on September 17, 2024 if they chose not to cancel it because it will expire. Other than the 500$ pending, I have 5200$ in the casino account that I wish to get paid for. The chat people are polite but support doesn’t reply to any of my email other than generic email saying that withdrawal have expired and need to be resubmitted. Please help me fixing this issue, I would like to get paid the money that I won. Thank you

Dear Estellla,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the communication in which it's suggested the transactions expired?
• Could you please confirm the status of your account is verified?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you an email with all the attachment. Thank you for your help with this matter

Hello Estellla,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

just wondering when I will be getting an update on my complaint

Thank you very much, Estellla, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Estellla,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear iWild Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal requests were canceled?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Estellla and CasinoGuru Team

We have relayed all the information to our Finance Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

iWild casino Team

Thank you for your response, iWild Casino. I'll extend the timer for 7 days, hopefully, we'll hear more information from you within this timeframe.

Dear Estellla and CasinoGuru Team

According to our latest request and inquiry to the financial department, it was established that all requested funds were completed successfully.

Respectfully,

iWild casino representative

Thank you for the updates, iWild Casino.

Dear Estellla, based on the casino's last message, I assume your withdrawal requests were processed. Please, let us know as soon as you receive your winnings from the casino.

You can mark it has resolved but I have nothing positive to say about this casino other than for the game selection. The live chat and the online support are the worst i have ever experienced. It takes forever to receive your winnings. You request a withdrawal; everyone tells you that you are getting paid and even a date of payment, however the withdrawal always end up expiring. The withdrawal request basically expires after 24 hours and then you need to resubmit and then you can play that game with them all week until they pay you portions of your winning. I will never play this casino ever again.

Dear Estellla, thank you for confirmation! I'm sorry to hear that you were left with negative feeling for the casino, though I'm glad that your issue was finally resolved. After resolving the problem, we will mark the complaint as 'resolved' in our system. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Natalia 

Casino.Guru